Customer Support Intern

Customer Support Intern

As a Customer Support Operations Intern, you will play a key role in analyzing, documenting, and optimizing our customer support processes and systems. You will contribute to initiatives aimed at improving how customer inquiries are handled, ensuring consistency, accuracy, and overall efficiency within our support operations. This role is ideal for someone looking to apply analytical skills to real-world business challenges within a dynamic customer-focused environment.

What your impact will be:

• Analyze existing customer support workflows and identify areas for improvement.
• Document and standardize operational guidelines and procedures related to case handling and client-specific requirements.
• Assist in configuring and updating our CRM system (e.g., Salesforce) to reflect optimized routing rules and client support guidelines.
• Collaborate with support agents, managers, and other internal teams to gather requirements and ensure accurate implementation of process changes.
• Contribute to initiatives focused on improving data quality and consistency within our support systems.
• Develop clear and comprehensive documentation for support processes and system configurations, ensuring easy access and understanding for the team.
• Participate in reviewing and validating process improvements with relevant stakeholders.

What we are looking for:

• Currently pursuing a degree program in Business Administration, Information Systems, Operations Management, or a related analytical field.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Excellent written and verbal communication skills, with the ability to clearly articulate complex information.
• Familiarity with CRM systems (e.g., Salesforce) is beneficial.
• Ability to work independently on assigned tasks and collaborate effectively within a team environment.
• Strong organizational skills and the ability to manage multiple priorities.

What You'll Gain:

• Real-World Operational Experience: Contribute to significant projects that directly improve the efficiency and effectiveness of a customer support organization.
• Process Optimization Skills: Gain practical experience in analyzing, documenting, and optimizing business processes, leading to tangible improvements.
• CRM System Proficiency: Enhance your skills in configuring and utilizing industry-standard CRM platforms like Salesforce.
• Business Acumen: Develop a deeper understanding of customer support operations, the importance of data-driven decision-making, and how operational efficiency impacts customer satisfaction and business growth.
• Mentorship: Receive daily guidance and support from experienced Customer Support leaders and the Customer Support Manager, fostering your professional development.
• Cross-Functional Collaboration: Work closely with various internal teams, including Account Managers and Sales, to ensure seamless support delivery.

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Program Description:

Healthcare Software Business (HSB) Intern Program at Harris Novum

The Harris Novum Healthcare Software Business (HSB) Intern Program has three main objectives: 

Objectives 

• Grow experience: provide undergraduate students with a first (or near-first) experience working within an industry-leading healthcare software business 
• Build skills: promote development of a set of business, self-reflection, and interpersonal skills that will serve undergraduate students in a range of healthcare, software, or business positions 
• Gain insights: instill self-awareness, ownership, and agency in each undergraduate student so they can more readily navigate healthcare, software, or business careers 

Description 

Overview 

Selected students will spend 2-3 months embedded as interns in an industry-leading healthcare software-as-a-service (SaaS) company.  

Program Leadership

A Program Director and Executive Leader administer the HSB program and ensure the intern receives feedback on character, skills, growth, and performance. An Executive Mentor is assigned to each intern and serves as a consistent professional resource for the duration of the internship.  

Program Structure 

The program delivers core curriculum content and project-based work.

Core Curriculum 

Core curriculum sessions are delivered by domain experts and will cover company best-practices in: 

(1) Leader